Knowledge Management for Help Desk and Customer Care: How to build an effective Knowledge Base - a roadmap to success

What is being proposed is the use of the conceptual basis of KCS, but not being limited thereto. The areas of technical support, whether in help desk or in customer care, depend upon the qualification of the people involved in the process, and this in turn depends upon knowledge. As the methodology itself determines, it can be adapted to aid in forming a useful knowledge basis for handling requisitions. In its first part, it presents conceptual core definitions of knowledge management, with a theoretical basis and synthesis arising from research made in several publications, among books, articles, white papers and blogs. It is not a work which exhausts the subject, although it is a good reference for those wishing to be introduced to the issue. The model proposed is something practical and app